About the Role
The Mobility Rider Experience Manager is the guardian of the customer experience and will be obsessed with knowing every detail around the E2E customer journey for specific issue types.
He or she will ensure every aspect of our customer support processes are designed with our customers, and our budget, in mind - creating strategies for refunds and appeasements, defect reduction and experiential improvements etc.
He or she will take a data-driven approach to optimize our spend while identifying customer pain points and creating new processes, or improving existing processes.
We are looking for a fierce customer advocate who is extremely data-driven, a great problem solver, an excellent relationship builder, project manager, and process optimizer.
If generating insights using data is not your forte, this role probably isn't for you.
What you will do:
Map the end-to-end journey of our customers and identify pain points and opportunities - always with the CommOps scorecard, budget, and Ops' objectives in mind.
Lead customer-facing process improvement initiatives.
Align and coordinate stakeholders in CommOps and Operations teams to execute these initiatives.
Understand the goals and priorities of CommOps KPIs - both operational and financial.
Understand cost constraints and champion customer obsessed processes that support these goals.
Provide insights from customer interactions to local stakeholders to influence and facilitate decisions.
Basic Qualifications
The D(ecision) is with the Data - must be an analytical thinker with the ability to solve any problem in a structured way.
Excellent strategic thinking and problem solving: Ability to create and optimize support processes in a practical manner.
Project and/or program management experience: Experience managing multiple moving parts with resource constraints.
Excellent stakeholder management skills: Experience in encouraging results in areas that aren't in your immediate responsibility.
Keen understanding of the goals & priorities of your stakeholders.
Excellent communication skills: Ability to create and present decks and develop written communication pieces to engage stakeholders.
Excellent execution and high standards: You are someone who finishes what they start and keeps iterating until a process works flawlessly almost every time.
Customer obsession: You have a genuine passion for our drivers and riders and want to be a force for positive change in their touchpoints with Uber.
100% Fluent in English required, fluent in Spanish or Portuguese depending on hiring location.
4-6 years experience required.
Preferred Qualifications
High-growth operations or startup experience.
SQL.
Six Sigma, Change Management, and/or Project Management certifications.
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